eDigitalResearch’s eMysteryShopper Reinforces Customer Focus for TheTrainline

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TheTrainline website, the leading online journey planner and booking service, has kept an informed handle on its effectiveness with the help of eMysteryShopper, eDigitalResearchÂ?s closed panel research tool.

TheTrainline website, the leading online journey planner and booking service, has kept an informed handle on its effectiveness with the help of eMysteryShopper, eDigitalResearch’s closed panel research tool.

TheTrainline operates the biggest call centre operation in the UK travel sector, answering a call every three seconds. With over 7.4 million registered users, it handles over 27 million journey enquiries a year. That kind of volume necessitates a website that delivers.

eMysteryShopper provides a unique panel of profiled Internet users to provide comprehensive, structured studies of website usability and functionality. Running reports that are fed back to the clients, it helps to fix problems and maintain site efficiency, supporting both logistics and customer service. Additional reporting also produces quantitative site benchmarking, trend analysis and moderated qualitative reporting for clients and competitors alike.

Karen Hollidge, Marketing Manager at TheTrainline, says, “We’ve been using eMysteryShopper for more than four years – it’s an integral part of our dedication to understanding our customer perspective.”

eMysteryShopper runs quarterly KPI reports, helping to generate business development plans that involve every department of the TheTrainline, not just the website, keeping the emphasis on the customer across the company.

eMysteryShopper can flag the need for a quick fix to maintain website efficiency just as readily as it can identify pointers to long-term strategy. And the success of any action prompted by eMysteryShopper can be monitored by, you guessed it, eMysteryShopper.

Background to eDigitalResearch.com

Outline: Since 1999 eDigitalResearch.com (eDR) has been a leading provider of online market research. eDR has developed a package of integrated web based research tools that provide immediate feedback and measurement of user opinions, customer satisfaction, loyalty and website usability.

Working closely with Sky News, eDR has also developed a web based omnibus research tool providing clients with immediate data allowing them to make informed decisions in the fast moving, competitive business economy.

eDigitalResearch.com has designed and developed 3 proprietary online research tools:

Products: eMysteryShopper.com™ (eMS) specialises in the in-depth and structured study of website usability, functionality, supporting logistics and customer service through our unique panel of profiled Internet users. eMS enables our clients to benchmark their own site against their competitors and identify the key drivers of loyalty and customer satisfaction.

eMS provides detailed moderated reporting and recommendations for increasing online conversion rates, greater usage and improved loyalty.

eCustomerOpinions™ (eCos) delivers fast and inexpensive real time research and feedback direct from site visitors and opt-in email contacts. eCos enables our clients to understand real user opinions, monitor service performance, profile users and track the impact of site developments. eCos provides immediate unmoderated online reporting with the ability for trending, data filtering and benchmarking.

eGlobalPanel™ (eGP) provides a panel of digital users who can be researched on any subject and on any digital communication medium. Segmented by geography or demographic profile they provide an ideal base of opinion for any PR research or product related issues. This technology is also being utilised with the Sky News ePanel.


Michelle Fuller

Telephone 01489 772920



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